How To Create A New Business Inbox Initially

Initially, there is No Need to create a Separate Business Inbox, because a Web-based Business Inbox will be created automatically when you provide all the necessary information to set up your support portal under the Dashboard section.

To learn how to set up the support portal to create the initial Business Inbox, follow the steps with the screenshots below —

Go to Fluent Support and click on Dashboard

Fill out all the necessary information to set up your Support Portal, as shown in the screenshot below.

Select the Page from the Dropdown menu where you want to set up your Support Portal. Copy the Shortcode provided below and paste it on the selected page.

You can Paste the Shortcode anywhere on any Page of your WordPress Site according to your preference.

Or, you can simply enable the create a page automatically with the shortcode button to create a Separate Page for setting up your support portal automatically.

However, if you want to set up your support portal on a specific page or block of your website, ignore the automatic option and follow the instructions given above in the drop-down menu option.

After entering all the necessary information, click on the Continue button.
Your Support Portal will then be connected to your WordPress Site, and an automatic business inbox will also be created.

Preview of Customer Support Portal

Here you can see the preview of the Customer Support Portal using the shortcode.

Customize Your Support Portal

If you want to customize the design of your Support Portal for your customer, you can do this easily by adding the Fluent Support (Customer Portal) Gutenberg Block to your page or post.

To learn how to Add and Customize the Customer Portal, check this Documentation.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Create Business Inbox Initially appeared first on Fluent Support.

How To Add Multiple Business Inboxes

To learn how to add multiple business inboxes in Fluent Support, follow the steps with the screenshots below:

Go to the Fluent Support Dashboard & click on the Business Inboxes tab. 

Click the Add New Business Inbox button and a pop-up box will appear.

Add a relevant Inbox Name & Email (company name & business email) and select the Support Channel.

Keep the support channel Web-Based if you want to allow customers to create support tickets from the website only. To learn more, check this Documentation.

Or, choose Web and Email based (Mailbox) for email-based support ticket setup using email piping. For more details, check this Documentation.

Once you are done, click the Add Business Inbox and your new business inbox will be added.

This way, you can add Multiple Business Inboxes for your multiple businesses.

To ensure your website can deliver emails in the easiest, fastest, and most secure way from the email address that you use under the Support Inbox Email, we recommend using the FluentSMTP plugin. To learn the basic use of the FluentSMTP plugin, check this Documentation.

Setup Support Portal For A Specific Business Inbox

To easily manage multiple business inboxes, you can easily set up a Support Portal for your specific Business Inbox using a Shortcode that will direct support tickets from any page to the right inbox and create a personalized support portal for your business needs.

To learn the whole process, follow the steps with the screenshots below —

Go to the page where you want to embed a portal and paste the below shortcode.

Shortcode: [ fluent_support _portal show_logout = ‘yes’ business_box_id=2 ]
Remember, instead of 2 (business box ID), use your own Business Box ID from your chosen business inbox.

To find the Business Box ID, go to Business Inboxes from Fluent Support Dashboard, and click on the View Settings of your desired business inbox.

Now, you will find the business box ID in the URL of that business box as shown below. Copy the Business Box ID (number) from here.

And, use the ID in your Shortcode and place it anywhere on your website as per your requirements as I have used it below —

This service is especially helpful for Web-Based Business Inboxes.

Here you can see the preview of the Customer Support Portal in the screenshot below.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Adding Multiple Business Inboxes appeared first on Fluent Support.

Web-Based Settings of Business Inbox

To learn how web-based settings work, follow the steps with the screenshots below —

Go to Business Inboxes from the Fluent Support Dashboard, select the business inbox you kept Web-based, and click on View Setting.

You will find two types of Settings options (Inbox Settings & Email Settings) to set your Web-Based Inbox.

Inbox Settings

In the Inbox Settings, you can do lots of customization, e.g., changing inbox name, adding admin email address & footer, selecting inbox color, etc. To know the details of Inbox Settings, follow the guidelines with screenshots given below —

Inbox Name
You can change the name of your Business inbox from here.

Support From Email
From here, you will find the email you used to create this business inbox. But, you cannot change this email address.

Admin Email Address
Here, you can add another email address for admin where admin will get email if enabled in email settings, and you can change it anytime.

Email Footer For Customers
You can also set Email footer for your customers where —

• You can add Media, Text and customize their Visual for the footer from here
• By clicking on the Click to see Available Dynamic Codes: you can find the dynamic codes you can use on your footer.

Inbox Color
From the Inbox Color drop-down, you can select any color for your business inboxes

Hide Badge in Tickets
To hide the badge from the ticket, just need to enable the Hide Badge in Tickets button

Always press Save Settings after finishing all the customization in your Inbox Settings to save it, otherwise, changes will not appear in your inbox.

Email Settings

In the Email Settings, you can select to whom and when the email notifications will be delivered. Additionally, you can also customize the content of the email as well. To know the details of Email Settings, follow the guidelines with screenshots given below —

You will see certain options are enabled by default which can be modified at any time, and can add more options for sending and receiving email notifications as well.

First, select any option you want to add, customize or modify. Then, click on the Pencil Icon and a pop-up box will appear where you can enable notifications and customize email settings.

For instance, I selected the Ticket Created (To Customer) option to send email notifications right after a customer submits a support ticket; but, you can choose any option to suit your needs.

To enable this option, click on Enable This Email Notification and press Save Settings to send this email notification to customers.

Click on the Send Attachments (Not Recommended) button to attach files to your email notifications.

Why is this button suggested as (Not Recommended)?
Sometimes when you attach any files to your email, it may face some delivery failure.

To avoid this situation and ensure that any kind of email is delivered without any hassle, we recommend using the FluentSMTP plugin. To learn the basic use of the FluentSMTP plugin, check this Documentation.

You can customize the subject name and body content of your email using the Email Subject field and Email Body box.

Also use the shortcodes from the Available Smartcodes list within the Email body or subject which will dynamically fetch various information like the Customer name, email, ticket ID, etc.

Always press Save Settings after finishing all the customization in your emails to save it, otherwise changes will not appear in your emails.

Set as Default

“Set as Default” is another feature that allows you to set up one of your web-based business inboxes as the default inbox, i.e., automatically receive all emails from your business in one specific inbox by default. To learn how to set a default business inbox, follow the GIF below —

This “Set as Default” feature is available for Web-Based Business Inboxes only.

Delete Business Inboxes

The “Delete” setting option allows you to delete any business inbox and transfer all support tickets easily to another inbox. To know the process of deleting and transferring, follow the GIF below —

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Web-Based Settings In Business Inbox appeared first on Fluent Support.

Web and Email-Based (Mailbox) Settings of Business Inbox

To learn how Web and Email-Based (Mailbox) settings work, follow the steps with the screenshots below —

Go to Business Inboxes from the Fluent Support Dashboard, select the business inbox you kept Web and Email-Based (Mailbox), and click on View Settings.

You will find Inbox Settings, Email Settings, and Email Piping to set your Web and Email-Based (Mailbox).

Inbox Settings

This setting also works exactly in the same process as Web-Based Settings of Business Inbox.
So, to know more about how to use this Inbox setting, check this Documentation.

But, you need to complete the Email Piping settings first to activate your email-based business inbox. To know the process for Email Piping, check this Documentation.

Email Settings

This setting also works exactly in the same process as Web-Based Settings of Business Inbox.
So, to know more about how to use this Email Settings, check this Documentation.

Email Piping

To activate your Email-based Business Inbox, you need to complete the Email Piping first.
So, to know the process for Email Piping, check this Documentation.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Web and Email-Based Settings In Business Inbox appeared first on Fluent Support.

Add Support Staff/Agents

To learn how to add Support Staff for your WordPress site with Fluent Support, follow the steps with the screenshots below —

Go to Global Settings from your Fluent Support Dashboard and click on Support Staff from the left sidebar.

Click the Add New button to add a Support Agent/Staff and a pop-up window will appear for adding information about the Agent/Staff.

You can only add your WordPress Site User as your support Agent/Staff. 

Here you have to give the Email, First Name, Last Name, Title (Job Title), and permissions for the Agent/Staff.
Once you are done, click on the Create button to finish the process.

This is how you can add as many new staff/agents as you need!
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Adding Support Staff/Agents appeared first on Fluent Support.

If you don’t have any agents, you can Add Support Staff/Agents anytime.

Permissions For Agents/Staff

To learn where you find the options to set permission for your agents, follow the steps with screenshots below –

First, go to Settings or Global Settings, click on the Support Staff settings option from the left sidebar, and open a specific agent’s Editor page by clicking the Pencil Icon.

Now, here you will find all the options under All Permissions dropdown from where you can give your agents permissions or restrictions to access these roles just by enabling or disabling the checkbox.

Once you are done, hit the Update button to save all changes.

A brief explanation of all the above-mentioned Permissions –

Tickets Permissions

• View Dashboard: This allows the agent to view the full dashboard.
• Manage Own Tickets: Only allows for managing the agents’ own assigned tickets.
• Manage Unassigned Tickets: This allows the agent to manage the unassigned tickets.
• Manage Other Tickets: This allows the agent to manage other agent/s tickets.
• Assign Agents: This allows the agent to assign agents for a specific tickets.
• Delete Tickets: Gives the agent the ability to delete tickets.
• Merge Tickets: Allow the agents to merge the tickets.
• Split Tickets: Gives the permission to split the tickets.
• Draft Reply: Using this permission, agents can keep their replies as draft.
• Approved Draft Reply: This permission allows agents to approve other agents’ draft replies.

Workflow Permissions

• Manage Workflows: Allows the agent to create Workflows.
• Run Workflows: This allows the agent to run Workflows.
• Manage Saved Replies: The agent can add and delete saved replies.

Settings

• Manage Overall Settings: The agent can access and make changes in the Business and global settings.
• Access Private Data (Customers, Agents): The agent can access all the customer and other agent data that are stored in Fluent Support.

Reporting

• View All Reports: This allows the agent to view all the reporting and stats in Fluent Support.
• View Activity Logs: This allows the agent to view the activity log.
• View Agent Today’s Performance: This allows the agent to show day-wise performance.

Restrictions

• Business Inbox Access Restriction: Using this option, you can restrict the access for agents to reply any specific business inbox or inboxes tickets.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Permission Management for Agents appeared first on Fluent Support.

File Attachment Regulations

To learn about all the Regulations of accepted files, follow the steps with screenshots below —

Go to your Fluent Support Dashboard & click on Global Settings.

Scroll down to the “Accepted File Types”. Here, you will find the types of files that are supported for submitting/replying to any ticket.
These accepted file types are –

• Photos
• CSV
• PDF/Docs
• Zip
• JSON
• You also have the option to set the Max File Size (In Megabytes) and Max File Upload limit.

If you want you can add more Attachment Types using Shortcode if needed. To learn how to add Attachment Types, check this Documentation.

Also, now the Latest version of Fluent Support stores Uploaded Attachments in your device based on the Ticket’s ID. That means, when attachments are uploaded to tickets, a folder is automatically created for each ticket to keep all attachments organized under their specific tickets.

Ensure you always press the Save Settings after making changes to the File attachment Settings, otherwise, changes will not appear in your Support Portal.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post File Attachment Regulations appeared first on Fluent Support.

Add a Custom Ticket Form using Fluent Forms

Fluent Forms will allow you to customize the form according to your requirements. With Fluent Forms, you can easily add a personalized ticket submission form to your Fluent Support Customer Portal, complete with a unique layout, fields, and design.

To learn how to add a custom ticket form by integrating Fluent Forms, check this Documentation.

Here is an example of a Ticket Form created using the Fluent Forms plugin

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Adding a Custom Ticket Submission Form appeared first on Fluent Support.

Creating Products

To learn how to create Products in your Fluent Support Dashboard, follow the steps with the screenshots & GIF below —

Go to your Fluent Support Dashboard & click on Global Settings.

Select Products from the left sidebar and click on + Create New to create a new product.

Add a relevant Title & Description for the product, then click the Create button.

Also, you can Edit/Delete the products by clicking the Pencil/Trash icons placed on the right-hand side under the Actions column.

For instance, I edited the Product Title from ‘Fluent Support’ to ‘Fluent Support PRO’. Similarly, you can Edit/Delete any of your existing products according to your needs.

This way, you can create as many Products as you want to categorize or organize your tickets!
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Creating Products to Categorize Tickets appeared first on Fluent Support.

Global Settings

To learn where you can find the Global Settings to set up the portal, follow the steps with the screenshots below —

Either go to your Fluent Support and click on Settings.

Or, you can go to your Fluent Support Dashboard & click on Global Settings. 

This will take you to the Global Settings page, where you can set up the portal page for your customers.

Remember, always press Save Settings after finishing all the customization in your Global Settings to save it. Otherwise, changes will not appear in your Customer Portal.

Setup Customer Support Portal

You will find the following Settings Options in Global Settings to set up your Fluent Support Customer Portal. These are:

1. Portal Page
2. Message for non-logged-in users
3. Disable Public Ticket Interaction
4. Accepted File Types
5. Delete all attachments on ticket close
6. Enable Fluent Summary in Admin Bar
7. Enable Draft Mode
8. Customer Registration Form Field
9. Enable Two-Factor Authentication
10. Enable Keyboard Shortcuts
11. Agent Feedback Rating
12. Agent Time Tracking

To learn how to set up a Customer Support Portal with these settings, follow the steps with screenshots below —

A. Portal Page

In the ’Portal Page’ option, you can select the Page where you want to show the Support Portal for your customers to submit their tickets. You can select your desired page in two different ways and these are shown in the GIFs below —

• Select the desired page directly from the Dropdown option. Or, copy the Shortcode given just below the Portal Page.

• And, paste it manually on your Desired page.

B. Message for non-logged-in users

In this option, you can customize certain texts for the users who have not logged in.

• You will see a default message (Please login or create an account to access the Customer Support Portal) has been added which you can edit anytime according to your need.
• Also, you can use different Shortcodes provided below to show different Forms.

To know the details of these below-mentioned Shortcodes, check this Documentation.

C. Disable Public Ticket Interaction

Enabling ‘Disable Public Ticket Interaction’ allows only logged-in users to reply to tickets. If you uncheck the option, users can reply to tickets without logging in using a signed URL.

D. Accepted File Types

Fluent Support accepts photos, CSV, PDF/Docs, Zip, and JSON files. You can also set the maximum file size and number of files to upload.

To learn the details about file Attachment Regulations, read this Documentation.

E. Delete all attachments on ticket close

If you enable the ‘Delete all attachments on ticket close’ option, it will automatically delete all attachments associated with a particular ticket when it is closed.

F. Enable Fluent Summary in Admin Bar

Enable the ‘Fluent Summary in Admin Bar’ option allows users to see a ticket summary from the top nav bar.

G. Enable Draft Mode

The ‘Enable Draft Mode’ allows agents to save responses automatically as drafts to avoid accidental ticket closures or reply to the ticket later.

H. Customer Registration Form Field

The ‘Customer Registration Form Field’ allows agents to get the information in the customer registration form using the below-mentioned fields.

I. Enable Two-Factor Authentication

If you enable the ‘Enable Two-Factor Authentication’ option, this will require customers to enter a verification code sent to their email whenever they try to log in to the customer portal.

J. Enable Keyboard Shortcuts

Enabling the ‘Enable Keyboard Shortcuts’ option allows agents to use keyboard shortcuts for faster actions.

K. Agent Feedback Rating

Enabling the ‘Agent Feedback Rating’ option allows users to provide feedback on agent responses.

L. Agent Time Tracking

Enabling the ‘Agent Time Rating’ option allows agents to set the amount of time a user needs to complete a ticket.

Always press Save Settings after finishing all the customization in your Global Settings to save it. Otherwise, changes will not appear in your Customer Portal.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Setup Customer Support Portal With Global Settings appeared first on Fluent Support.